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Complaint by: on December 12, 2015, 10:31 pm in Health and Medical Stores

I have purchased a Eureka Forbes Elegant RO on 16 Dec 14 for my personal use at my home comprising self, wife and one child. The RO machine was installed on 18 Dec 14 is being fed with clean bore well water. As self and wife are working, our consumption may not exceed about 10 ltrs/day also often we move on short holidays to native. Hence the usage of the RO machine normal to minimal.

05 Dec 15

The said RO machine became defective on 29 Nov 15. As I was struck at Chennai, I could able to return to Coimbatore on 04 Dec 15 and made the formal complaint( no ********) on 05 Dec 15 morning requesting for earlier repair of the RO machine. No response on 05, 06 and 07 Dec 15. In a similar situation some three months back also the case was reported. After one week of multiple escalations no positive result was provided by the staff of the company.

07 Dec 15

On 07 Dec 15 evening, I had to call thrice the service department and need to escalate my service request. Then, multiple engineers close 5-10 calling me and telling me that they are coming for repair. Finally one Mr Veramani arrived at my house at about 1745 and without even checking anything or opening the machine declared that all four filters became defective and need to be replaced and I need to pay Rs 4000+. When he was reminded that the item is still on warranty, he adamantly told that, just with 10-15 days only warranty left for that machine hence he can't replace any item and it is the company policy. Also, he put a most hilarious false charge that the product warranty already lapsed in Jun 15 as per him. Then I requested him to explain as to how the product sticker showing the date of manufacture as 10/14(Oct 2014) can have a warranty even before manufacture. He was not ready to go through the receipt and installation report. When he was leaving without any efforts for repairing was requested as to why no signature or comments was not taken from customer on his service report? He replied that he need not take any signature or feedback from customer told that again it is a company policy. Later, when he was outside my house he blamed my wife as to she didn’t show the receipt. When told to go to my house and see the receipt he was not ready. All the discussions are recorded and available for cross checking.

As per various dictionaries warranty means that

'a written guarantee, issued to the purchaser of an article by its manufacturer, promising to repair or replace it if necessary within a specified period of time'

Conclusions I derived out till now:-

One side the Area Manager was accepting that the warranty is for 365 days and the company is supposed to provide free service to get the clean water. Another side telling that the filter need to be replaced within one year or 5000 ltrs. When asked where it specified in warranty card about 5000ltr, he could not show or justify and then accepted that he will provide free service and make the RO machine to work. Even the service was provided, he was clearly stating that he cannot assure for the efficient water and repairs are temporary. He was accepting very clearly he need to provide free service for the warranty period but was telling that the service may not be complete.(Audio recording is available for reference).

When I referred back to the user manual/warranty card. In the maintenance page it is specified that the periodicity of replacement of filters is 1 year or 6000 ltrs(R) 6000 LTRS. In that condition how the area manager was referring a figure of 5000 ltrs is not understood. Also the maintenance page was specifying the need for replacement and not that the filter will get defective or will become useless. Here in my case no output of water. I tried by best to explain to the Area Manager, but he was telling that though he is bound to service the machine but need his higher officials go ahead for a proper warranty repair.

If the filter which is the core and major components of a RO machine become defective in full(all 4) before the said period, is the company not responsible for its replacement? Even an early warning was provided before three months the handling of the staff was highly irresponsible and poor.

Also how a filter which was declared defective by the visiting engineer and his senior manager fit enough for repair?

The Area Manager attempts repair knowing that it is temporary and not going to yield complete serviceability, still carryout the repair which he called as as per procedure. Is it means that the company support the process of a substandard water or in his language not efficient water being provided to customers. Is it ethical for such a company?

From the facts, the staff of the company speak lot of lies and ready to take meaningless justifications in charging the customer. If required they call themselves technically incapable/less expert. In such a condition, Is not dangerous to have such products in market considering the hygiene conditions and safety of the family members

Given the fact that, the machine was less used, an acceptable standard bore-well water was used as input, neatly maintained, the reason for not providing the warranty and giving excuses and terms and conditions not specified in warranty card or manual is not understood. I request that, a proper enquiry may be carried out and I may please be provided solution. Such companies are a negative examples of our county and obstacles to our development in global scenario. I have enclosed only one audio recording. If required ready to provide all the discussions.

The cost of the RO machine is Rs 7254 on 16 Dec 14. For making it serviceable during warranty period, they want to charge the customer Rs 4000+. How this is justified? When requested to clarify, no answer is available.

Kindly advise


Complainant's Target: Eureka Forbes Limited
Complaint Location: IndiaTamil NaduCoimbatore
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